Refund policy

We want you to love your order. If something isn't right, here's how returns and refunds work. Nothing in this policy affects your legal rights as a consumer.

Changed your mind? You have 30 days

You can cancel your order for any reason within 30 days of receiving it (the law gives you 14 days, but we give you longer). Just email us at info@thatmatcha.com with your order number. You then have a further 14 days to send the items back to us.

  • Items must be unused and returned in their original packaging.
  • Matcha: for hygiene and food safety reasons, we can only accept matcha back if the pouch or tin is still sealed and unopened.
  • You pay the cost of sending items back to us. We recommend a tracked service, as we can't refund items that don't reach us.
  • We'll refund the price of the items and the standard delivery cost you paid within 14 days of receiving your return. If you chose a more expensive delivery option, we refund the cost of our standard option.
  • Gift cards can't be returned once they've been sent.

Faulty, damaged or wrong items

Please check your order when it arrives. If anything is faulty, damaged or not what you ordered, email us at info@thatmatcha.com with your order number and a photo.

  • Within 30 days of delivery, you're entitled to a full refund, including delivery costs.
  • After 30 days, we'll offer a repair or replacement, or a refund if that isn't possible.
  • We'll cover the cost of returning faulty or incorrect items.

Subscriptions

You can cancel a new subscription within 30 days of receiving your first delivery and return it under the "Changed your mind?" rules above. After that, subscriptions have a minimum of 3 monthly deliveries, then you can cancel any time from your account or by emailing us. You can pause or skip a delivery at any time. See our subscription policy for full details.

Exchanges

The quickest way to get something different is to return your item and place a new order.

Refunds

Refunds go back to your original payment method. We'll let you know once we've received and checked your return. Please allow a few extra days for your bank to process it.

Where to send returns

Please email us before sending anything back and we'll confirm the return address. Items sent back without contacting us first may be delayed.